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Kumaravelu I

Industry Advisor and Transformation Head, BFSI, TCS

Surajit Kar

Transformation Consultant and Technology Head, BFSI, TCS

Kamruzzaman Shaikh

Solution Architect, BFSI, TCS

Embracing a machine-driven approach to customer experience monitoring

There are large gaps in monitoring customer experience in financial services, primarily due to the absence of machine first principles in customer experience management in banking. Recent advancements in AI technology such as NLP, machine learning (ML), speech-to-text, and computer vision can help banks reimagine their customer experience strategy and improve sentiment analysis, especially across digital channels. 

Embracing machine-driven monitoring of customer experience can elevate customer satisfaction across various channels:

  • Branch and ATM experience monitoring: Drive productivity, customer service, and improved situation awareness through increased video monitoring and analytics 

  • Contact center experience monitoring: Automated monitoring of customer interaction quality and sentiment analysis to enable insights-driven corrective actions

  • Digital experience monitoring: Implementation of digital experience monitoring (DEM) tools to improve customer experience